Eric S.
They did not have the contacts that I paid for.
I am amending my review. While my comments about the frustrating customer service experience stand, I was able to verify that my card was not charged. There is a current hold on the card from the Company, which seems odd after all of this time. However, I did not actually get charged. The Company's other comments are frustrating to read and match the incompetence of my phone experience with them. I did not have a custom order. Very basic contacts. The Company website showed that the contacts were in stock, I placed my order, and I expected to get them in about 3 days. It was only after about a week and still not getting the contacts that I dove into the abyss and tried to figure out why my order had not arrived. _____________________ Like many of the other reviews here, my experience was very disappointing and costly. They sold me contacts that they did not have. There was no notice or warning of a backorder. Finally, when my shipment didn't arrive, I spent a couple of hours trying to find out what was going on with my order. The Chat feature was miserable and froze up on me so that I had to start all over again. When I finally canceled my order because they did not even have my lenses, they were very vague about when I would get my money.
Response from 1-800 ContactsMar 1, 2022
Hi Eric! I'm so sorry for any miscommunication and trouble you had with your order. Unfortunately, due to manufacturing constraints, some brands are on backorder because they must be made to the specifications requested by a customer. We didn't receive any further details about your situation from you and therefore cannot say for certain what caused the confusion. With that in mind, when a customer does order a custom lens that requires specific manufacturing, we should be reaching out proactively to give an update on your order's shipping status. We do our absolute best to be as transparent as possible with our customers, especially about the state of their order. Additionally, we do not charge customers until their order has shipped out. This may have been the source of confusion as you would not be waiting on a refund but an authorization drop. Typically, an authorization drop takes 3-10 business days depending on the institution we request the drop from. We put in a request for the authorization to be removed as soon as your order is canceled. If you have any additional questions or concerns, we'd be happy to chat anytime at 1-800-266-8228.